Online Training Course

Jan Hailey MHL, CMC, CMCO, CMIS, CMOM, CMCA E/M

Jan Hailey has more than 30 years of experience in healthcare. She is proficient in administration, coding, and billing roles, and teaches medical office professionals around the country how to excel in their careers. Jan has also been instrumental in the development of PMI's Workforce Initiatives program. 

Jan's affinity for teaching has helped countless healthcare providers and medical office professionals over the years. During her expansive career, she has served as Director of Quality for Saint Joseph Physician Network located in Mishawaka, IN, and Director of Care Management with Select Health Network, an entity of Saint Joseph Health System. As Care Management Director, Jan led the physician network and comprehensive interdisciplinary team across the health system working closely with providers, management, staff, community, and payers to develop strategies for process improvement, gap closures, and patient experience. She developed a documentation improvement program and a Hierarchical Condition Category (HCC) coding education program to predict future healthcare utilization by accurately reporting patient complexity.

Prior to joining Saint Joseph, Jan was the Director of Quality, Coding, and Compliance for one of the largest health systems in Northern Indiana. She has a Master of Health Leadership and four professional certifications in office management, coding, insurance processing, and compliance. She is a member of WPS Government Health Administrators (Medicare) Provider Outreach and Advisory Group.

This program provides detailed information on the tasks and responsibilities of the medical front office. It prepares new and aspiring team members for success and serves as a detailed refresher for more experienced staff and front office supervisors. Students with a passing score on the post-course assessment will receive a Certificate of Competency.

This course is appropriate for anyone responsible for patient communication, data and payment collection, and scheduling. Includes a digital course manual. No additional reference materials are needed.

This program provides detailed information on the tasks and responsibilities of the medical front office. Highlights include: 

• Customer service guidelines and proper implementation
• How to more effectively schedule appointments
• Charting and medical record documentation guidelines
• Insurance basics and the importance of patient education
• Billing and collecting within established guidelines
• Creating a culture of safety and compliance

Module One: Customer Service and First Impressions -- Front desk personnel have ever-increasing responsibilities and, with them, greater opportunities to positively impact both the patient experience and overall practice operations. 

Module Two: Medical Terminology -- This specialized language is not just for clinical personnel. Administrators, managers, billers, front and back office personnel, and other key positions are also required to speak and master this language.

Module Three: Front Desk Operations -- Grasp the fundamental elements of medical records and be informed on health insurance basics. It is essential to communicate effectively and educate patients about their financial responsibilities.

Module Four: Compliance -- Healthcare is one of the most highly regulated industries. Because of this, medical front office specialists must understand the laws, regulations, and ethical standards that affect their daily responsibilities.

Module Five: Personal Development -- Develop skills in time management, stress management, goal setting, and conflict resolution. Success in healthcare environments requires planning, organization, self-awareness, and a willingness to continually improve.

Self-paced online program includes unlimited review of previously recorded instruction and access to the downloadable digital course manual for 6 months. A physical manual is available upon request. A Certificate of Competency is awarded to those who pass the 2-hour online post-course assessment.

“When I started in healthcare, my goal was to get a job in the front office for a year and move on to a different career path.

By taking that first step into the unknown, it led me down the road of success. In my 30 year journey, I developed a passion for health care and I believe it all started in the front office.”

"Go as far as you can see; when you get there, you’ll be able to see further.”  -Thomas Carlyle

Ada X Gonzalez, CMCO CMOM, VP Revenue Cycle, DHR Health